Collect troubleshooting data for a z/OS or CICS Explorer error or incorrect output

Technote (troubleshooting)

Problem(Abstract)

You are receiving incorrect output, an error in the log, or an error in a pop-up from the IBM Explorer for CICS or z/OS on Windows or Linux. The problem might be with one of the CICS tools plug-ins. You would like to know what documentation you must collect (MustGather) so that the CICS Support team can diagnose your problem. If you gather this documentation before contacting support it will expedite the troubleshooting process, and save you time.

Symptom

The CICS Explorer, IBM Explorer for z/OS, or any of the CICS Tools plug-ins is experiencing the following types of problems:

Before calling IBM support, gather the following documentation if you are receiving incorrect output, an error in the log, or an error in a pop-up from the CICS Explorer, IBM Explorer for z/OS, or any of the CICS Tools plug-ins,

Required (MustGather) data:

Use the Explorer integrated capability to create a zip file containing service data:

This procedure is explained in detail in the CICS Explorer Help under "Preparing error data for IBM service".

If you think the Explorer is showing an incorrect output, images of the Explorer screen are useful. Do the following to create the screen shots as image files (bmp or jpg):

On Windows:

Use the print screen or alt-print screen keys to create an image on the system clipboard.

Open a graphics application (for example, Microsoft Paint) and select Edit > Paste to copy the clipboard into the application.

Select File>Save as to create the file as a bmp or jpg.

On Linux, the procedure might be simpler depending on the desktop and packages you are using. The print screen or alt-print screen keys typically bring up an application window that directly asks you where to save a file. In other cases, you might need to use steps similar to those provided for Windows.

When getting an error, you should gather the following additional data which is dependent on the type of 'connection' you are using:

For a CICSPlex SM connection, the complete joblog (including CICS TDQ output) of the WUI Server and CMAS that the WUI Server connects.

In the case of a bad response from the CICS management client interface (CMCI) or the CICSPlex SM application programming interface (API), for example FAILED or EXCEPTION response, the unformatted auxiliary trace datasets from the WUI Server and the CMAS that the WUI Server connects.

For a single server (SMSS) version in a stand-alone CICS region, the complete joblog (including TDQ output).

For the other types of connections, the needed documentation could vary. For example for CICS Performance Analyzer, a copy of the input file used on the request would be useful.